How Geolocation and Speech & Text Analytics Reduce Response Time and Abandonment

In the digital age, technological transformation has revolutionized how companies manage the customer experience. Today, automation, artificial intelligence (AI), and data analytics play a crucial role in streamlining processes and enhancing customer service. Below, we highlight two success stories that demonstrate how technological innovation drives both efficiency and user satisfaction.

Implementing AI and Automation to Optimize Service

Our client, a leading company in the financial sector, faced the challenge of managing high call volumes and improving service quality without increasing operational costs. The solution was to implement artificial intelligence and process automation through:

• Chatbots and virtual assistants: Reduced wait times by 40%, with 65% of frequent inquiries resolved automatically without human intervention.
  
  
• Speech Analytics: Analyzed over 100,000 minutes of conversation per month, improving training and optimizing customer service processes.
  
  
• Workflow automation: Eliminated 80% of repetitive manual tasks, allowing agents to focus on higher-value inquiries.
  
  

Results Achieved:

• 30% reduction in handling times, decreasing from an average of 6.5 minutes to 4.5 minutes per interaction.
  
  
• 25% increase in customer satisfaction, reflected in a higher Net Promoter Score (NPS).
  
  
• 20% reduction in operating costs, saving millions of pesos annually in human and technological resources.

Data Security and Protection with Artificial Intelligence

In an environment where cybersecurity is a top priority, a financial services company sought to strengthen the protection of its customers' sensitive data. The solution included:

• Real-time AI monitoring: Analyzing over 500,000 interactions per month, detecting and blocking fraud in seconds.
  
  
• Two-factor authentication and data encryption: Compliance with regulations such as PCI-DSS Level 1 and ISO 27001, ensuring information security across all transactions.
  
  
• Automated anomaly detection: Reduced incident response times by 60%, enabling preventive action before fraud occurs.

Results Achieved:

• 40% reduction in fraud attempts, resulting in a decrease of millions of pesos in potential losses.
  
  
• 35% increase in customer trust, reflected in satisfaction surveys and perceived security.
  
  
• 100% compliance in security audits, ensuring the protection of critical information.

Automated Recruitment for Successful Campaigns

With 70% of the talent pool coming from digital-native generations, implementing advanced recruitment technologies is essential to ensure operational efficiency and service quality.

Through intelligent automation with chatbots, AI, RPAs, and APIs, the number of applications managed grew from 6,000 to 24,000 per month, reducing the average recruitment process time from 5 to 3 days and achieving 98% candidate satisfaction.

The integration of omnichannel capabilities and advanced analytics allowed for 100% of applications to be processed within 6 hours, while cutting the recruitment budget by 45%.

Just as AI and automation drive efficiency in customer service, they also redefine recruitment in contact centers—ensuring access to qualified talent and operational scalability without increasing costs. Digital transformation is essential across all areas to ensure competitiveness and service excellence.

Conclusions

Digital transformation in the financial sector and talent management enhances operational efficiency and redefines service and recruitment models. The implementation of AI, RPAs, and automation has enabled a 45% reduction in operating costs, shortened the hiring process from 5 to 3 days, and increased candidate satisfaction to 98%.